Jamuna Shivajirao

• Lead service desk operations for Windows, M365, Outlook, Teams, and Intune
• Mentored junior team members, fostering a collaborative and supportive work environment.
• Conducted regular performance reviews, identifying areas for improvement and providing constructive feedback to team members.
• Manage SLA performance, ticket audits, and complex user issue escalations
• Prepare weekly/monthly reports and coordinate onboarding, training, and rosters
• Conduct team huddles and interface regularly with clients
• Company Overview: Securus Technologies Project
• Acted as SPOC for technical queries, guided team productivity and audits
• Conducted trainings, ensured SLA compliance, and communicated with stakeholders
• Oversaw reporting cycles and monitored ticketing system, chat, and call volumes

• Managed CRM and loyalty programs across multiple campaigns
• Led client interactions, prepared performance decks, and reviewed operational data
• Collaborated with creative, operations, and IT teams for project alignment

• Company Overview: FGB Project
• Provided remote desktop support, managed ticket flow via HPSM
• Delivered ITIL training for new joiners and managed SOP documentation
• Coordinated across teams for incident handling and escalation
• FGB Project

Oversaw IT asset lifecycle, ticketing, and license management.
Supported users via remote tools and AD access control.
Coordinated with HR and procurement for timely employee provisioning.
Ensured timely software renewals and compliance with asset policies.